Posted by Jennifer Macqueen
There’s an old-fashioned method to gaining valuable information from your clients that is as relevant in today’s technology-driven world as it was decades ago. Ask your clients to share their thoughts.
One of the simplest and most effective ways to learn what your clients need—often, before they realize it themselves—is to ask them. In the old days law firms would conduct occasional print and then online surveys. In today’s world, collecting client feedback is best done in an informal face-to-face setting. This is still an unobtrusive way to stay connected to clients, a method by which firm’s can show clients they care, and are interested in helping clients to achieve their goals.
Everyone appreciates being asked their opinion. And if you connect your questions to solutions, you will be viewed as providing yet one more valuable service.
Starting with the year – in January or February – is a good time to ask your clients to take stock, and think about strategies for moving forward in the new year, and how you can help advance their goals.
There are several goals involved in lawyers conducting client surveys. Either by selecting a small subset of clients, or taking a broad survey, it’s important to narrow down what you want to accomplish before developing the survey. Think about why you are approaching your client, and what it is that you hope to gain:
In order to get the most out of any effort, keep a few things in mind when building and conducting your survey.
Give us a call if you need help crafting messages, and coming up with substantive questions. Firm Evolution provides a wide range of public relation and marketing services throughout Seattle, Salt Lake City and Madison, Wisconsin. We focus on the needs, goals and differentiating aspects of each law firm client. Our emphasis is on the big picture—leveraging the strengths of the individual attorneys, practice groups and overall firm on all fronts. We work closely with our clients to insure that all components of their marketing program—from press releases and marketing plans, to website and Internet campaigns—provide a strong foundation for maintaining existing clients and developing new ones. Contact us at 206.321.3220 to learn more.